hard20 pts · first answer countsescalation-handling

Angry executive after an outage

After a six-hour outage, the customer's VP emails your CEO saying they are considering cancelling. You own the account. What should you do first?

A.Reply that outages happen with every vendorB.Respond quickly, acknowledge the impact without excuses, share what is known, set up a call with the right technical leader, and follow up with a written root cause and prevention planC.Offer three free months before understanding their impactD.Wait until the engineering team finishes the full report next month before replying

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Angry executive after an outage

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